Complaints

This profile includes complaints for Jostens Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jostens Inc

  7760 France Ave S Ste 400 Bloomington, MN 55435-5844

• 

  Jostens Inc

  3101 41st Ave S Fargo, ND 58104-6646

• 

  Jostens Inc

  PO Box 860 Owatonna, MN 55060-0860

• 

  Jostens Inc

  3601 Minnesota Dr Ste 400 Minneapolis, MN 55435-6008

• 

  Jostens Inc

  527 Grand Slam Dr Evans, GA 30809-8011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on 11/3/2023 (W93079240) online. On 4/29/2024 I had not received the *************** Announcements or the Standard Name Cards which I called about to cancel the order with Varony in which he said they would process my refund. On May 2, ****** called me to verify that I was cancelling that part of my order in which I told him yes. On May 15, I talked to ******* to see where my refund was and he told me it takes 5-10 days. I called again on June 5 and talked to **** and he told me that if I did not receive my refund check by June 12 to call them back. I called again on June 13, I was informed that they had to send a message to the accounting department to see where my refund is and that they would call me back. I just want my money refunded for the products that I did not receive.

  Business Response

  Date: 06/17/2024

  Hello ******:
  Thank you for taking the time to inform us of your recent experiences with Jostens.  I would like to sincerely apologize for the issue with processing your refund for the products that were not received.  I looked into your situation, and the refund was impacted by a transition within our company that delayed refund checks.  Please note that this is not to make excuses for delays, I just wanted to confirm that we did encounter an internal issue.
  I did contact a specialist with accounting and have been advised the issue was corrected.  We are playing a bit of catch up on our end, but the specialist felt confident in advising the check would go out this week or the very next.  I do understand you did receive some conflicting information on refund status, but please know that I spoke directly with the accounting team. I will be checking status on your refund as it moves the system. 
  I understand this has not been an ideal situation for you and for that, I offer my apologies and on the behalf of Jostens.  Thank you.

  Customer Answer

  Date: 06/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Also, I feel that this complaint should not be closed until I receive my refund.  Thanks.

• Initial Complaint

  Date:06/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Order Information:**- **Order Date:** 04/19/2024 - **Order #:** W96512656 - **Order Total:** $1,185.78 ***************************** Fee and Tax)**Complaint Details:**I placed an order for a Small Continental III ring on 04/19/2024 with a June *********** stone. The initial order confirmation promised delivery within 8 weeks. However, due to repeated delays and lack of communication, I reluctantly agreed to change the stone to a February Amethyst Spinel in order to expedite delivery. Despite this change, I continue to face significant challenges with receiving the ring in a timely manner:1. **Delays in Delivery:** The delivery date has been changed multiple times without clear explanation. Initially promised for June 7th, then delayed to June 24th, and now the latest update indicates a delivery date of August 9th. 2. **Urgent Need Before Graduation:** My graduation ceremony is scheduled for June 29th, and I have been calling daily since June 5th to ensure the ring arrives in time. Despite these efforts, I have not received a satisfactory response or assurance that the ring will be delivered before this crucial date.3. **Communication ********************* has failed to provide adequate communication regarding the delays and changes to my order. I made the decision to change the stone color myself in an effort to expedite the process, but I have not received any clear updates on the status of my order since.**Resolution Sought:**I urgently request that the company address the following:1. **Immediate Delivery Before Graduation:** Ensure that the ring is delivered before my graduation date of June 29th, 2024, without further delay.2. **Keepsake Box:** Provide a keepsake box as a gesture of goodwill due to the inconvenience and stress caused by the delays and lack of communication.3. **Improved Communication:** Provide clear and transparent updates regarding the status of my order and steps being taken to expedite delivery.

  Business Response

  Date: 06/24/2024

  Hello ******.

   

  Thank you for taking time to share with us your recent experience with Jostens.  I would like to take this opportunity to apologize for any frustrations and/or delays experienced with your order. After reviewing your case, I can see the original order issue was a delay in crafting your ring due a stone supply issue. If you are open to discussion, I would like to connect you with a college ring specialist to discuss your experience, order updates, and address your concerns. If this is agreeable, please note the best phone number and times to reach you.   If you would prefer to communicate via the BBB, that is fine as well.  I will work with the communication channel you prefer.  Thank you 

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/22/24 I purchased a stacked tassel for my son's graduation as we already had both the cap and gown. We went online and chose our high school and then you have tons of options of merchandise to choose from to purchase. Online you are shown a "sample image" and below that picture it states actual colors will be customized to your school. So we trusted this process and ordered it. The tassel came and it was navy, white and yellow. My son got to Recognition Day (5/22/24) to walk with his Senior Class 2 days before Graduation and he was the ONLY one with this tassel. The rest of the class had a tassel that was only navy and white. I called Jostens immediately asking to have this issue fixed and a new tassel overnighted to us as Graduation was 2 days away(5/24/24). I was told by the representative that they could not get one here in time but that they would contact the local representative and have them call me. The rep went on to say oh its fine. My 18 year old son sat uncomfortable and humiliated, it was not fine. I never received a phone call back from anyone! I emailed Jostens customer service on 5/23/22 requesting a refund for the incorrect tassel we received - I did not order a "souvenir tassel" . We ordered a tassel that is worn with the Graduation Cap. My order number is W97004941 if someone needs to look into this. But I followed the instructions for ordering as I have in the past with another child. This error was on Jostens. According to their automated email response they strive to provide their customers with exceptional experience and my email is very important to them and they would get back to me within 3 business days. It has now been 6 business days (excluded the holiday)plus I sent an additional reply to that email and I have never heard back from Jostens. I have now lost all confidence in their reliability and customer service. If I need to submit a picture of what we received vs what the other students had that is fine. I want a refund

  Business Response

  Date: 06/03/2024

  Good morning ****,   

  I apologize for the confusion on the tassel and for your son's embarrassment and will definitely process a refund for this tassel that you received.   Each school can offer different colors for each type of tassel, it is at the school's discretion what they choose for each tassel, each year.  This year at this school, the stacked tassel to consist of 3 colors which your child received, however the souvenir tassel/the tassel that is the same as the tassel that comes in the cap and gown unit/cap and tassel bundle is only a 2 colored tassel, the blue and white.  However, you cannot see this specifically on the website as the website only shows samples, as you stated and isn't specific to any school.  If you need to place an order for just a tassel in the future, please contact us at ************ for specific color verification to ensure you get the correct colors. 

  I will submit this refund in the amount of $23.44 and let you know by email once it has been completed.  It typically takes 7-10 business days for the refunds to be processed, but I will send an expedite on this and try to get this to you more quickly. 

   

  Sincerely, 

   

  Consumer affairs 

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because: I am not comfortable closing out this case until there is confirmation of a refund.  Based off of the poor customer service I have received so far and the fact that I had to go through BBB to even get Jostens to communicate back to me or act in good faith of issuing a refund I do not want to close out this case until I have received my refund.  I am sorry but several instances of poor behavior on behalf of the company has broken my trust.  I will close out the case once the refund has been issued.  Thank you!
  
  
  

  Business Response

  Date: 06/05/2024

  Good afternoon Keri, 

  I understand.  Thank you.  I want to let you know that the credit card refund has been completed on our end.  If you don't see the credit in the next few days, please contact your financial institution, as they have their own processing time frame. 

  Thank you, 

   

  Consumer Affairs - Jostens. 

   

• Initial Complaint

  Date:05/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and the order ship date got moved back 2 weeks. I called several times to get the original ship date back in place and each time Ive been promised a phone call or email update and Ive gotten nothing. Im traveling out of the country for a year and need this ring before 6/7. The level is customer service over promising and under delivering has been horrible. I will never buy from Jostens again!

  Business Response

  Date: 05/24/2024

  Good afternoon *****, 

  Thank you for reaching out to us regarding the issue you are having with the delivery of your ring.  I see there has been an expedite request submitted for an in-hand delivery date, of 6/3, which we haven't gotten a response on, as of yet.  I will reach out to the manufacturing facility, myself, and do everything I can to get this before you leave on 6/7/24, for a year.  I have also added overnight shipping at no cost to you, so you will get it as quick as possible.  I will be in touch with you by the end of the day on Tuesday with an update, as our office is closed in observance of Memorial Day on Monday.  

  Thank you, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:05/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A souvenir cap was ordered on 19 November 2023 to be delivered at a later date directly to the school. Other items in the same order were shipped directly to my house. As of 10:55AM EST on 21 May 2024, the school does not have the souvenir cap in their possession. A refund was originally requested for the cap from Jostens on 13 May 2024. On 21 May 2024, Jostens replied, denying the refund stating *************************** (employee at the school) has the cap. ************************* in *************, ** does not have the cap. Graduation is 25 May 2024. Replacing the cap is not an option as it will not arrive in time.Due to the lag time between placing the order and Jostens untimely delivery of items to the school, I am unable to dispute a partial charge with my credit card company.I am only asking to be refunded for the cap that was not delivered to the school. This is a reasonable request given Jostens inability to respond in a timely manner, and delay in delivery of items to identify and resolve this issue sooner.

  Business Response

  Date: 05/22/2024

  Good morning, ******, 

  I have reached out to the local representative's office and have asked them to contact you regarding this issue, in the next 48 hours, but it may be sooner.  I just don't know what their schedule is so I don't want to make a promise that I can't keep.

   

  Sincerely, 

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 05/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother contacted Jostens last month and a representative promised that my daughters graduation ****** and stole would arrive before her graduation, which occurs this Saturday the 11th. My mothers account was charged the full cost plus an excessive amount of shipping on April 22. They stated the item would arrive by May 6th. Today is the 7th - The item has not arrived, nor has the postal service indicated that it is expected to arrive. The company finally sent us a tracking number on May 2nd claiming that the item had been shipped with ***** even though the tracking number is clearly a **** tracking number, not **** We have checked the "Tracking" for this number for almost a week now, and **** still says nothing can be found for that tracking number. My daughter was so excited to graduate with these items, they are not even customized so no excuse for taking this long. They have lied to my mother more than once, they charged her without sending, and we still do not have what we ordered. We need these items before my daughters graduation on the 11th. We have family members in both ******* and ************. We will pick the item up from a local warehouse if necessary. We would prefer they ship these items immediately with over night or 2 day shipping. Either way, we want a response and we want the items that we ordered. Thank you.

  Business Response

  Date: 05/09/2024

  Hello *****,

  I left you a voicemail regarding this.  I apologize, I don't have enough information to locate an order based on the information provided.  If this hasn't been resolved, can you please provide me with either the name on the order, and order number, the name of the school or anything that *** help find the order. 

  Sincerely, 

   

  Consumer Affairs - Jostens. 

  Customer Answer

  Date: 05/09/2024

  I attempted to call you back, but had no extension to reach you. The order number is W97006199. My mother (******) placed it for my daughter
  (*************************************). She was told it would arrive by the 6th. She was charged on Apr 22. She received an email saying it shipped on May 2
  with a **** tracking number that claimed it was shipped through **** This tracking number was wrong, as none of the major tracking companies
  acknowledged it's existence. I have spent a week straight calling, messaging and emailing Jostens. I reached out to local high school reps ****** see if they had any stock that I could buy. I finally only received help from one local rep but her efforts were in vain. She found the
  items in stock at the ** plant; they told her they would ship out the items to arrive Fri. Sadly, we need the items to arrive by Thurs if they
  were shipped to the original address. My mom ordered them to be delivered to her in ******* to bring them as a gift to ************ to
  give my daughter on *** for her graduation on Sat. We now have tracking for this order, but it is scheduled to arrive in ** on Fri, meanwhile my
  mom has to board her flight for ** around 8am. The local rep tried to get the address updated because if it arrived on Friday to
  MY address in ************, where my daughter is graduating, it would still work. But now, it is to be delivered to a porch that it will probably sit on until it is stolen, while my mother is here in ** for my daughters graduation. My daughter will not have her stole/tassel. I have spent hours and days on this. I contacted *** to offer to pay more to reroute the package to PA, or see if my mom could pick it up from the *** in ******* tonight or early tomorrow before takeoff, but *** refused. The only way that you can make sure my daughter will have her items is if you somehow ship both items out today for overnight shipping to arrive to us in ** tomorrow. ************************* *************************************************
  
  

  Business Response

  Date: 05/09/2024

  Thank you for this information, per our conversation this is being resolved.  

  Sincerely, 

   

  Consumer Affairs - Jostens.

  Customer Answer

  Date: 05/13/2024

   I am rejecting this response because: While I do appreciate our conversations and the assistance, I will feel more comfortable leaving this complaint open until everything is processed / refunded / etc. Thank you.
  
  
  

• Initial Complaint

  Date:04/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/26/2024 I ordered my class ring from ********. I paid the ring in full and the money was accepted by ******** for the business transaction. My home address was place on the order submitted and accepted for delivery once the ring was ordered. After 8 weeks I started to check the status and now the ring is being delivered to the University and my home address has be replaced with "to be delivered by Sales Rep". I have emailed with no help. I have called twice, which seems to be outsourced to another country, and they are still refusing to give me a number to call to talk to the Sales Rep. I am being told to contact the University. My contract is not with the University, my contract is with ********. ******** accepted my money for a service and they have failed to keep up their end of the contract. If the University requires that the product be sent to them, that should have been made clear before they entered into the contract. The ring was paid for and it was not explained properly. Very disappointed in this type of shady business.

  Business Response

  Date: 05/08/2024

  Hello ****, 

  I apologize for not being able to deliver the ring to you before the delivery event which I am told is today, however that is our legal contract with the school and when you place your order on our website you agree to our terms.  ********** is very adamant that ALL rings must be delivered through them.  If you would like to speak to someone at the school regarding this, the contact person is ******************************;.  

  Again, I apologize we couldn't deliver this to your home address. 

   

  Sincerely, 

   

  Consumer Affairs - Jostens.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales Rep: ************************* out of ****** KY On 9/25/23 I placed order # W91739047 which contained an order of 25 graduation announcements. On 4/11/24 I called into Jostens **************** to request a refund for these announcements since I forgot I had ordered them, they had never arrived, and I had sent out my own announcements the previous week (per formal etiquette). I let the rep know that I had not received them and I wanted a refund. He told me I would receive them the next day. I told him, No, I want a refund. He told me that he will put in the request, I asked if I would get an email confirmationon this request and he told me Yes, I would, and that he would be in touchwith me.Since I never saw anything I called back on, 4/16/24. I spoke to a different representativewho consultedhis super and they told him that since it was still within the delivery time frame they would not issue the refund at this time.The time frame states that the School Representativewill deliver in the Spring. I told him that is WAY too vague and this is supposed to be their job to make sure these items arrive on time and can go out appropriately, which they failed to do. I told them I do not need them and I want a refund. He told me he would reopen my request from the 11th, that they closed and He will get me a refund, and then promised!!!! He promised I would get my refund! and that I would hear back from him. On Wednesday, 4/17/24 THE NEXT DAY, My daughter came in with the Announcements that their rep had dropped off. I called in and told them that I did not want themI had no use for them and I wanted my refund! and I wanted to know where to send the announcements back to... The Rep I spoke with, let me know that for now I can hold on to them he would update my file and the rep I spoke to the day before would be in touch!I have had no correspondencefrom Jostens since I requested a refund on April 11th.I do not want the announcements that I cannot use. I want my money back.

  Business Response

  Date: 04/30/2024

  Hello ********, 

  I have submitted a refund request in the amount of $40 to go back on the card you used to purchase your order with.  I will send a follow up email once the refund has been completed on our end.  It can take up to 7-10 business days for the refund to be completed. 

  Thank you, 

   

  Consumer Affairs - Jostens. 

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:
  I have been told that a request for a refund has went in before, with no follow up action (including the refund). It's not that I reject the response, I just do not know how legitimate it is until something actually happens.

  Not really sure how to respond to this as I have been told this before

  
  

  Business Response

  Date: 05/02/2024

  Good afternoon, 

  The refund has been completed on our end in the amount of $40.  If you don't see the credit in the next few days, please contact your financial institution, as they have their own processing timeframe. 

  Thank you, 

   

  Consumer Affairs - Jostens. 

• Initial Complaint

  Date:04/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter's ring ceremony was February 15, 2024. At which time we were given her ring and it did not fit properly. We met with the representative immediately after the ceremony, they resized my daughter's finger and took the ring to be resized, saying we should expect it back in 6-8 weeks. Tonight, 9 weeks later, I received an email at 9:21pm saying that the ring has been shipped back to us and the address in the email is incorrect! I tried responding to the email and got a delivery error email in response. I tried calling customer service and was told to call back during regular business hours. I went online to try to reach someone, found a contact us page that serves absolutely no purpose! I clicked through the website options to try to locate my Jostens representative and was directed to a page that no longer exists. I'm trying to catch this error before this ring actually leaves a facility destined for the wrong address. It is absolutely infuriating to spend this kind of money on an item for my daughter, wait patiently an additional 9 weeks and then not only is the items shipped carelessly to the wrong address, I'm unable to reach ANYONE by ANY form of contact, even though I JUST received an email. This is horrible customer service.

  Business Response

  Date: 04/25/2024

  Good morning, ********, 

  I apologize this has been such a process and that you weren't able to get a hold of anyone right away to get this corrected.  I have reached out to the ******************* and a specialist will be contacting you today to get this resolved. 

  Sincerely,  

   

  Consumer Affairs - Jostens. 

• Initial Complaint

  Date:04/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The representative from South Geeene HS *************************** is holding our sons senior ********** & refusing to send us an invoice to pay for the ********** he is causing trauma and physical & mental harm to our son who is a severe diabetic by refusing to release his ********** invitations & other supplies we want to file to get these items ASAP as our son needs them to graduate he is traumatized our family withholding graduation supplies the day before pictures we have begged him to send an invoice for the ********** only & set payment plan for the remainder but he refuses to work with us he is incompetent and is harmful and discriminating against our diabetic child

  Business Response

  Date: 04/15/2024

  Good afternoon,

  Thank you for reaching out to us regarding the status of the order you placed.  

  In looking at the order and speaking with the local representative, ****** has received over $130 worth of merchandise  however, the representative hasn't received any money toward your order at this time, as the initial payment didn't go through,  and payments have been made since the 10/30/23 order placement. 

  The representative is going to contact you about getting your son his C&G, as we are covering the cost of that, and work out a payment plan with you for the remaining items. 

   

  Sincerely, 

   

  Consumer Affairs - Jostens